Last week I had the privilege of listening to Glen Comerford, the Marketing Analytics Manager for ING Direct, talk about their exciting journey to becoming one of the most customer-centric banks in Australia.
People talk about digital disruption as if it’s the biggest challenge facing businesses today. Examples are plentiful - you only have to ask the taxi or hotel industry how much their business has been turned inside-out by the digital innovations brought to the table by Uber and AirBnB. But is it really the use of digital leading the disruption?
Relying on traditional ratings data and third-party analytics providers for audience insight is a losing strategy: you need to take ownership of your data, and use it to get a richer picture of who your viewers are, what they want, and how you can keep their attention in an increasingly crowded entertainment marketplace.
To the bank that co-owns the roof over my head and holds my hard-earned savings, Please, stop sending me offers that are irrelevant to my financial position and my stage in life. Stop communicating with me via mediums that I find outdated and inconvenient. Most of all, stop treating me like just another customer and treat me like an individual that has chosen you to be my financial partner in life. All I ask is that you anticipate and service my financial needs. Use what you know about me to deliver a seamless and interconnected engagement regardless of where or [...]
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